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Contact Center as a Service (CCaaS) Contact Centers Belong in the Cloud!

Hosting contact center services in the cloud is proving to deliver significant benefits in cost, scalability, and agility. 

  • Skills-based omnichannel routing engine that ensures that customer requests are routed to qualified agents or resolved with self-service.
  • Disaster Recovery in the Cloud!  No more onsite DR!
  • Customer Self Service (IVR) Speech Recognition. Let customers choose the type of help they want such as self-service or speaking to an agent.  Allow your customers to quickly self-solve basic requests like bill pay, account information and more.
  • Omni-Channel create and maintain personalized dialogs across multiple channels
  • Inbound and Outbound Including Text and Email.
  • Real-Time Mobile apps, SMS, Web Chat, Instant Messaging, or Social Networks.
  • Remote Agent – Support any skillset outside of the call center.
  • Analytics and Tracking

Infrastructure in the Cloud (IaaS)

  • Colocation infrastructure and services!  Let your Colocation service provide it all!  Floor space, storage, power and High-Speed access. Complete with IT support for your infrastructure.
  • Full redundancy in the Cloud!
    • Hybrid
    • Private
    • Public

Unified Communications in the Cloud!

Is your PBX still sitting on site? Big Mistake! 

  • UCaaS integration enables seamless collaboration between your contact center agents and experts anywhere in your organization. Easy-to-deploy, pre-built integrations provide a single solution for formal and informal contact center agents.
  • Collaboration and conferencing.
  • SIP trunking
  • Presence Monitoring
  • Integrated text and email.
  • Follow-me by Device!
  • Hosted VOIP

Self-Service and More

IVR, Chatbots, Interactive Text Response (ITR), digital self-service with seamless transfer to agent

Workforce Management and Optimization Solutions

  • Reduce labor waste, maximize employee scheduling efficiency, and improve forecast accuracy while maintaining or improving service level objectives.
  • Save money and resources by optimizing your workforce.
  • Fine tune and empower your employee’s performance.
  • Improve the agent experience by giving your agents a voice in their work schedule.
  • Ensure adequate staff is available when needed and proactively plan for any conceivable volume-impacting events.

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